1
EXHIBIT 10.01
-------------
Confidential treatment with respect to certain information in this exhibit has
been requested of the Securities and Exchange Commission pursuant to Rule 24b-2
under the Securities Exchange Act of 1934, as amended. The bracketed portions
of this exhibit have been omitted from material filed in accordance with Rule
24b-2 and have been filed separately with the Commission.
2
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
DEVELOPMENT AGREEMENT NO. 35-001-97
CALL HANDLING - 1997
This Development Agreement is entered into on the 31ST day of DECEMBER,
1996 by and between U S WEST Business Resources, Inc. as agent for U S WEST
Advanced Technologies, Inc., a Colorado corporation ("USW-Technologies"), U S
WEST Communications, Inc., a Colorado corporation ("USW-Communications"),
(hereinafter USW-Technologies, USW-Communications and their Affiliates will be
collectively referred to as "Licensee"), and Carnegie Group, Inc., a Delaware
corporation with a principal place of business at Five PPG Place, Pittsburgh, PA
15222 ("CGI").
ARTICLE 1 - RECITALS
--------------------
1.1 Licensee and CGI entered into a General License Agreement (the
"GLA") on December 17, 1992 in which the parties committed to enter into a
series of Artificial Intelligence ("AI") technology research, experimentation
and development agreements ("Development Agreements") over a period beginning
on the Effective Date, as defined in the GLA, and ending on the fourth
anniversary of the Effective Date, and extended by mutual consent through March
15, 1997.
1.2 Licensee and CGI now desire to enter into this Development
Agreement pursuant to which the parties, as contemplated by the GLA, will
commit to a continuing project of specific research, experimentation and
development as stated herein.
NOW, THEREFORE, in consideration of the mutual covenants set forth in
this Development Agreement, Licensee and CGI agree as follows:
ARTICLE 2 - DEFINITIONS
-----------------------
2.1 Defined terms used in this Development Agreement shall have the
meanings set forth in Article 2 of the GLA, unless different meanings are
specifically set forth in this Development Agreement.
2.2 "Project" means the specific research, experimentation and
development which CGI will perform for Licensee under this Development
Agreement.
CALL HANDLING 35-001-97 1 DECEMBER 31, 1996
3
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
2.3 "Project Description" means a detailed written description of
the Project, including but not limited to:
(a) any Deliverable Performance Specifications; and
(b) a listing which identifies and describes, as to the Project:
(i) any Deliverables intended to be created in the course of
the Project; and
(ii) any Licensee Specific Technology intended to be created
in the course of the Project; and
(iii) any Licensee Proprietary Information or Licensee
Confidential Information to be made available to CGI in
the course of the Project; and
(iv) any Generic Research Technology intended to be created in
the course of the Project.
2.4 "Projected Cost" means that projected cost referred to in Article
9 of the GLA and set forth in Article 5 hereof.
2.5 "Projected Date" means the projected date for completion of the
Project agreed upon by the parties and set forth in Article 6 hereof, including
any Agreed Completion Date.
ARTICLE 3 - EFFECT OF THE GLA
-----------------------------
This Development Agreement is subject in all respects to the terms and
conditions of the GLA. Ownership of Generic Research Technology developed
hereunder is vested in U S WEST, in accordance with Article 3.3 of the GLA and
the payment of ALLIANCE rates by Licensee to CGI as provided in Exhibit 2,
attached hereto.
ARTICLE 4 - PROJECT DESCRIPTION
-------------------------------
4.1 The Project Description is set forth in Exhibit 1 attached hereto.
CALL HANDLING 35-001-97 2 DECEMBER 31, 1996
4
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
4.2 CGI shall use its best efforts to complete the Project in
accordance with the Project Description. Except for the warranties set forth in
Article 8 of the GLA regarding any Deliverable Performance Specifications set
forth in Exhibit 1 of this Development Agreement, CGI hereby disclaims any
express or implied warranty that all or any portion of the Project intended to
be created or developed pursuant to this Development Agreement will perform in
accordance with the Project Description or any other criteria.
ARTICLE 5 - PROJECTED COST; PAYMENT
-----------------------------------
5.1 CGI's Projected Cost for the Project is $[ ]. An itemized
account of the Projected Cost including person-year rates applied as Alliance,
Technology and/or Co-Development Rates as defined in the GLA is set forth in
Exhibit 2 attached hereto. Modifications to the Projected Cost (and any payments
under Section 5.2) shall be governed by Sections 9.4 and 14.7 of the GLA.
5.2 Licensee shall pay to CGI, in consideration for CGI's performance
of its obligations under this Development Agreement, the sum of $ * in
accordance with the payment schedule set forth in Article 5 of the GLA.
"*" REPRESENTS TIME AND MATERIAL COSTS IN ACCORDANCE WITH EXHIBIT 2 OF THIS
DEVELOPMENT AGREEMENT
ARTICLE 6 - PROJECTED DATE
--------------------------
6.1 The Projected Date for completion of the Project is DECEMBER 31,
1997. A time schedule listing projected dates for completion of interim stages
of the Project is set forth in Exhibit 3 attached hereto.
6.2 CGI shall use its best efforts to complete the Project by the
Projected Date. Except for the obligations set forth in Article 9 of the GLA
regarding any Agreed Completion Date set forth in Exhibit 3 of this Development
Agreement, CGI hereby disclaims any express or implied warranty that all or any
portion of the Project intended to be created or developed pursuant to this
Development Agreement will be completed on any date certain, including the
Projected Date.
ARTICLE 7 - TERMS OF DELIVERY AND RISK OF LOSS
----------------------------------------------
7.1 CGI will deliver, at its expense, to Licensee any Deliverables and
Licensee Specific Technology in accordance with the Exhibits hereto.
CALL HANDLING 35-001-97 3 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
7.2 CGI will bear the risk of loss or destruction of such Deliverables
and Licensee Specific Technology until the delivery of such items to Licensee
at the location designated by Licensee. For the purposes hereof, "delivery"
shall mean physical delivery to a facility and shall not include installation.
ARTICLE 8 - INSTALLATION
------------------------
8.1 CGI will provide, at Licensee's request and expense, technical
assistance to Licensee sufficient for the proper installation of Deliverables
and Licensee Specific Technology in Licensee facilities. Such assistance may
include, if deemed necessary by Licensee, the presence of one or more CGI
employees at Licensee facilities to assist in such installation. Licensee will
pay, in accordance with the GLA, travel, room and board expense incurred by
such employees of CGI.
8.2 Licensee will bear the risk of loss or destruction of the
Deliverables, Licensee Specific Technology or any other items delivered to
Licensee facilities during and after installation.
ARTICLE 9 - OPERATIONAL TRAINING
--------------------------------
CGI will provide, in accordance with Article 6 of the GLA, adequate
training to no more than 0 Licensee employees regarding the proper operation
and use of Deliverables, Licensee Specific Technology and Generic Research
Technology created in the course of the Project.
ARTICLE 10 - MAINTENANCE
------------------------
CGI will perform maintenance and repair services on Deliverables,
Licensee Specific Technology and Generic Research Technology in accordance with
the GLA.
ARTICLE 11 - MODIFICATIONS AND AMENDMENTS
-----------------------------------------
Any modifications to the Project or to this Development Agreement,
including but not limited to modifications to the Project Description, the
Projected Costs, or the Projected Date, to which the parties agree after the
date of execution of the Development Agreement,
CALL HANDLING 35-001-97 4 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
will be evidenced by a written supplement to this Development Agreement
executed by both parties.
ARTICLE 12 - DISPUTE RESOLUTION
-------------------------------
12.1 Any claim, controversy or dispute which arises between the
parties, their agents, employees, officers, directors, or affiliates
("Dispute") which the parties are unable to settle through consultation and
negotiation may be mediated under the Commercial Mediation rules of the
American Arbitration Association ("AAA") by a mutually acceptable mediator. Any
Dispute which cannot be resolved through negotiation or mediation shall be
resolved by binding arbitration as provided in this Article. The arbitrability
of claims shall be determined under the Federal Arbitration Act, 9 USC Secs.
1-15. Notwithstanding the foregoing, the parties may cancel or terminate this
Agreement in accordance with its terms and conditions without being required to
follow the procedures set forth in this Article.
12.2 A single arbitrator engaged in the practice of law, who is
knowledgeable about the subject matter of this Agreement and the matter in
Dispute, shall conduct the arbitration under the rules of the AAA then in
effect, except as otherwise provided herein. The arbitrator shall be selected
in accordance with AAA procedures from a list of qualified people maintained by
AAA. The arbitration shall be conducted in Denver, Colorado, and all expedited
procedures prescribed by the AAA rules shall apply. The laws of Colorado shall
govern the construction and interpretation of this Agreement. The arbitrator's
decision and award shall be final, conclusive and binding, and judgment may be
entered upon it in accordance with applicable law in any court having
jurisdiction thereof.
12.3 Either party may request from the arbitrator injunctive relief to
maintain the status quo until such time as the arbitration award is rendered or
the Dispute is otherwise resolved. The arbitrator shall not have authority to
award punitive damages. Each party shall bear its own costs and attorneys'
fees, and the parties shall share equally the fees and expenses of the mediator
and arbitrator.
12.4 If any party files a judicial or administrative action asserting
claims subject to arbitration, as prescribed herein, and another party
successfully stays such action and/or compels arbitration of said claims, the
party filing said action shall pay the other party's costs and expenses
incurred in seeking such stay and/or compelling arbitration, including
reasonable attorneys' fees.
12.5 CGI agrees that in the event of any Dispute between the parties,
it will continue to provide Purchases without interruption.
CALL HANDLING 35-001-97 5 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
12.6 CGI shall include in all contracts with its subcontractors
provisions similar to those in this Article, requiring that all disputes in any
way involving Licensee shall be settled by binding arbitration.
ARTICLE 13 - INTEGRATION
This Development Agreement, the Exhibits attached hereto and the terms
of the GLA set forth the entire and exclusive agreement and understanding of
the parties relating to the subject matter contained herein, and supersede all
prior and contemporary discussions. Neither party will be bound by any
definition, condition, warranty or representation except as expressly set forth
in this Development Agreement or the GLA or as subsequently set forth in
writing signed by authorized representatives of each party.
IN WITNESS WHEREOF, Licensee and CGI have executed this Development
Agreement in duplicate by their respective authorized representatives.
CARNEGIE GROUP, INC. LICENSEE
By: /s/ John W. Manzetti By: /s/ Dennis R. Dempsey
----------------------- ------------------------------
Title: Exec VP and CFO Title: VP - IAD
------------------ -------------------------
Date: 1/18/97 Date: 1/14/97
------------------ -------------------------
U S WEST Business Resources, Inc.
Acting as Agent for: LICENSEE
By: /s/ Marian K. Rathbun
------------------------------
Title: Contract Agent
-------------------------
Date: 1/13/97
-------------------------
CALL HANDLING 35-001-97 6 DECEMBER 31, 1996
8
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
EXHIBIT 1
PROJECT DESCRIPTION
INTRODUCTION
------------
This Agreement covers efforts to be performed by CGI from January 1, 1997
through December 31, 1997 for U S WEST in support of enhancements to the Call
Handling Front End Screen & Route (FES&R) project. The overall Call Handling
project is being undertaken by U S WEST to deliver several system deployments:
* Load Balance I
* Load Balance II
* Voice Over Data (Screen Pop) for 5ESS
* Voice Over Data (Screen Pop) for DMS
* Activity-based Routing
The deliverables covered by this Agreement are in support of the Load Balance
Releases, the Voice Over Data (Screen Pop) Releases, and Activity-based Routing
Releases. Additionally, CGI will handle/develop any Change Requests (CRs)
assigned by the U S WEST Project Manager within the funding limitations of this
Agreement.
CGI ROLES AND RESPONSIBILITIES
------------------------------
Based on the defined scope and deliverables, and the architecture design and
detailed design work that has been accomplished through December of 1996 by CGI
and U S WEST (reference the previous U S WEST/CGI Development Agreement
35-003-96), the following roles and responsibilities can be defined for the
Call Handling / FES&R project for 1997:
* CGI will be responsible for project management for specific modules of
the overall U S WEST Call Handling architecture. This involvement includes
the functional specification, detail design, development, test (unit test
and component integration test), documentation, and delivery of the
modules outlined below:
LOAD BALANCE
- ------------
* LOAD BALANCE I - The Load Balance I release will provide equitable routing
for queued and non-queued Call Handing situations for resource groups. It
will balance the queues to equal and different teams and performing ratio
routing. It also provides
CALL HANDLING 35-001-97 7 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
for a direct data feed from the 5ESS to capture additional parameters
required for equitable resource routing. For a subset of the toolset
screens, a sharper GUI that is more efficient with a quick and easy update
capability will also be provided. The GUI will also provide field level
validation, consistency checking, and rule validation.
* LOAD BALANCE II - The Load Balance II release will provide for a direct
data feed from the DMS 100 to capture additional parameters required for
equitable resource routing. Provide possible enhancements to Load Balance
I release.
ACTIVITY-BASED ROUTING
- ----------------------
* ACCOUNT ACTIVITY (AA) - Customer accounts, identified by a billing
telephone number, at times have activities associated with them. These
activities include pending order, pending repair, and collection status.
The Routing Engine will access and utilize account activity in determining
a route for a call.
* PERSISTENT CONDITIONS LOADER (PC) - Persistent conditions are associated
with individual customer accounts. These originate when a customer
initiates multiple transactions (calls) of the same type in a given time
period. The routing engine will use business rules that will indicate the
routing for a call when a persistent condition for a customer exists.
* GLOBAL CONDITIONS (GC) - Global Conditions are conditions that apply to
groups of telephone numbers. Examples are promotions, product trials, and
disasters. The routing engine will access and utilize global conditions
that apply in determining a route for a call.
* INFORMATION REQUEST (PING-PONG) - This module allows Call Handling to
return to the VRU to request for additional information or to play a voice
script to the caller. The Information Request is known as Ping Ponging
since multiple interactions between the VRU and FES&R are possible.
VOICE OVER DATA (SCREEN POP)
- ----------------------------
Voice Over Data (Screen Pop) is a client project which adds new Computer
Telephony Integration and extends call handling to the Customer Contact
Employee's desktop. It pops call information on the Customer Contact Employee's
desktop. This project will be deployed in two releases. The first release
provides screen pop capability for Customer
CALL HANDLING 35-001-97 8 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
Contact Employee's using 5ESS ACDs. The second release provides screen pop
capability for Customer Contact Employees using DMS100 ACDs. The Voice Over
(Screen Pop) modules which CGI is responsible for include:
* SCREEN POP MANAGER - Screen Pop Manager receives call information, call
identification and routing information from the routing engine. Screen
Pop Manager tracks calls being transferred from VRUs to ACDs. After calls
arrive at the ACD Screen Pop Manager receives status about calls
including: call arrival, call abandoned and call delivery from the Message
Filters. Screen Pop Manager matches call information from the routing
engine with individual calls. Screen Pop manager tracks the call as it
moves through the ACD. When the ACD delivers a call to a Customer Contact
Employee Screen Pop Manager sends call information to the appropriate Call
Information Server.
* MESSAGE FILTERS - For each ACD Listener a Message Filter filters messages
going to Screen Pop Manager from the ACD Listener. Each ACD type, 5ESS and
DMS100, requires a filter. The filter translates the ACD messages unique to
each ACD type into generic messages going to Screen Pop Manager.
* CALL INFORMATION SERVER - For Voice Over Data - Screen Pop each CCE has a
NT Workstation on their desktop. Call Information Server runs on the CCE's
NT Workstation. It receives the call information from the Screen Pop
Manager. Call Information Server forwards the call information to the Call
Information Display on the CCE's NT Workstation. Call Information Server
also provides an interface for other U S WEST applications to receive the
call information.
* CALL INFORMATION DISPLAY - Call Information Display receives the call
information from the Call Information Server. Call Information Display
displays a window with the appropriate call information.
* SYAD GUI FOR VOICE OVER DATA - SCREEN POP - The Voice Over Data - Screen
Pop requires new capabilities be added to the SYAD GUI. The new
capabilities provide for the maintenance of VRU, workstation and display
items reference tables.
* DMS100 ACD LISTENER - The DMS ACD Listener for Voice Over Data - Screen Pop
uses the CompuCall Computer Telephone Integration interface for the DMS100
ACD. This listener reads the CompuCall data stream from the DMS100 ACD. It
decodes the CompuCall messages and forwards the messages to a message
filter.
CALL HANDLING 35-001-97 9 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
ROUTING ENGINE
- --------------
CGI will continue to be involved in Routing Engine enhancements in 1997.
Specific Routing Engine modules that CGI is responsible for include:
* FES&R INTERFACE SERVER MODULE - This module handles FES&R Server call
routing requests from the VRU Interface Client Module.
* CALL CONTROL MANAGER (ROUTING ENGINE) - This module handles an individual
call, from the receipt of the new call request until a routing message is
returned for the call. Enhanced routing capabilities will account
activities, global conditions, persistent conditions and information
requests.
* ACD DATA FEED MANAGER - This module receives periodic ACD queue status
data feeds from the MIS nodes.
* MARKET PROFILE LOADER - This module accepts the extract file from the
Marketing Database, parses the market profile associated with each
customer account into the appropriate attributes, applies the business
rules to classify and convert the market profile to a market profile
template and a particular channel function group for routing, and loads
the routing table which associates each customer account/TN with the
appropriate routing pointer/channel functional group for every possible
call reason per application. This module may also load the market profile
data associated with each customer account into the FES&R database if
required for reporting.
* RATING ENGINE - The Rating Engine is a subsystem that is responsible for
calculating and maintaining queue and non-queue desirability ratings for
each Call Handling resource team. The Rating Engine uses embedded
algorithms and current team status data captured by the ACD Feed and the
ACD Listener to maintain team desirability rating for use by the CCM. The
Rating Engine uses the latest team agent and queue status, along with the
constant factors defined as the team's queue parameters, to generate a
team's desirability measurement; this is a rating that reflects the team's
current ability to handle another call effectively.
* ACD LISTENER - The ACD Listener is composed of two modules, a Listener and
a Tracker. The ACD Listener receives a data feed from the 5ESS switches
describing a Resource Group's statistics. An action by an Agent or a call
state change causes data to be sent to the Listener. The Listener forwards
messages to the Agent/Call Tracker which updates the database for the
appropriate Agent's Resource Group.
CALL HANDLING 35-001-97 10 DECEMBER 31, 1996
12
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
USER INTERFACE
- --------------
CGI will continue to be involved in Call Handling User Interface enhancement
for 1997. The Call Handling User Interface provides various tool sets to the
user for updating and maintaining data for the Call Handling system.
Information is presented to the user as Hypertext Markup language (HTML), via
the Netscape browser. Users navigate via hypertext links and buttons. A Hyper
Text Transfer Protocol (HTTP) server is used to deliver the information to the
browser. Functionality is separated through screens in each of the tool sets.
The system consist of the following tool sets: Market Profile, Resource Groups,
Load Balance, Reports, Reference Tables, and Utilities.
* CGI will be responsible for transferring the technology developed by
CGI over to U S WEST.
* CGI will be responsible for the engineering management of the CGI
resources and delivery management of the CGI Deliverables.
* CGI will be responsible for status reporting to U S WEST and
participating in status meetings.
* CGI will be responsible for system support (problem tracking and
resolution) during the integration testing, the system testing, the
production and user acceptance testing, and the deployment tasks.
U S WEST ROLES AND RESPONSIBILITIES1
------------------------------------
U S WEST will be responsible either directly or indirectly if required (from
outside vendors) for the design, development, testing, integration,
documentation and deployment of all other modules not listed previously in this
Exhibit 1, including but not limited to:
* AT&T ACD/MIS Feed
* CAT/S Data Feed
* Northern Telecom CompuCall Feed
* VRU Software & Hardware Upgrades
* Voice Network Upgrades
* Data Models - Logical and Physical
* Data Extract Programs for:
- --------
1 Some of the tasks involved in delivering the U S WEST Responsibilities
may be assigned to CGI in other Development Agreements, but are listed here to
clearly indicate that they are not in the scope of this Agreement.
CALL HANDLING 35-001-97 11 DECEMBER 31, 1996
13
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
-> [ ]
-> [ ]
-> Promotions
-> [ ]
-> [ ]
-> [ ]
-> [Repair]
* Data Batch Load Programs/Conversion Programs for:
-> [ ]
-> Promotions
-> [ ]
-> [ ]
-> [ ]
-> Repair
* Setup and population of the databases including:
-> the system test database
-> the production test database
-> the production database
* U S WEST will be responsible for ordering, installing, and making
available the Development Environment (including HP and Sequent File
Servers), the Test Environments ( unit, integration, system, and
production test environments), and the Production Environment in a
timely manner.
* U S WEST will assume overall project management responsibility.
* U S WEST will be responsible for the Deployment Strategy and Deployment
Plan.
* U S WEST will be responsible for the Operational Impact Analysis.
* U S WEST will be responsible for defining the Change Control
Methodology.
* U S WEST will be responsible for defining the Call Flow Definitions and
the Current/New Process Definitions.
* U S WEST will be responsible for enhancing VRU Applications.
* U S WEST will be responsible for developing the Communications Plan.
* U S WEST will be responsible for developing the Technical Trial Plan.
* U S WEST will be responsible for scope and expectation setting with
the Clients.
* U S WEST will provide Subject Matter Experts (SMEs) for the CGI design
and development efforts, including expertise on tuning and programming
on the Sequent Platform, as well as Call Routing Expertise.
* U S WEST will be responsible for the move of the Development Code to
the Test and Production Hosts.
* U S WEST will be responsible for the management and implementation of
the System and Production Testing Processes.
CALL HANDLING 35-001-97 12 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
* U S WEST will be responsible for the management and implementation of
the Training Program for Call Handling, including both end-user and
SYAD training.
* US WEST will be responsible for establishing the development, test,
and demonstration environment(s), including a VRU, a Lucent ACD, a
Northern Telecom ACD, a FES&R Server, representative User Equipment,
an IWS Server, and several CCE terminals and phone sets.
* U S WEST will arrange and coordinate the necessary demonstration
sessions within U S WEST.
* U S WEST will facilitate CGI Access to legacy system experts.
JOINT CGI AND U S WEST ROLES AND RESPONSIBILITIES
-------------------------------------------------
* U S WEST will provide engineering resources per the project plan. CGI
will manage the assigned resources provided for the CGI Roles and
Responsibilities listed in this Exhibit 1.
* CGI will share the responsibility of establishing Acceptance Criteria
and Acceptance Test Plans for the Routing Engine and the overall
system.
* CGI will share the responsibility for developing the System and
Production Test Plans.
* CGI will share the responsibility for producing the System
Administration Procedures and Documentation, specifically for the
Routing Engine and User Interface.
* CGI will share the responsibility of installing all hardware and
software for the Routing Engine and User Interface in all Environments.
* CGI will share the responsibility of training the "trainers" on the
System Administration Functions for the Routing Engine User Interface.
* CGI will share the responsibility for tuning of the Routing Engine.
* CGI will share the responsibility of managing the Clients expectations
in all meetings by presenting perceived changes in direction or scope
to the Call Handling Project Manager.
* CGI will share the responsibility for developing the prototype test
and demonstration plan.
* CGI will share the responsibility of setup and population of the
databases including: development database, unit test database, &
integration test database
* CGI will share the responsibility for maintenance and support of the
Routing Engine and User Interface.
CALL HANDLING 35-001-97 13 DECEMBER 31, 1996
15
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
EXHIBIT 2
PROJECTED COST
The total cost of the work to be performed will be $[ ] based on estimated time
and materials. No travel is anticipated. Should travel become a necessity for
the project, U S WEST agrees to pay CGI travel expenses for all pre-approved
trips.
It is planned that U S WEST will provide the majority of the platforms and
software for the project work environment and CGI will work at the U S WEST
site. Because this reflects a cost savings benefit to CGI, a [ ]% Computer &
Facilities discount is included in the project costs. Work requiring platforms
and software outside of this environment will be requested by U S WEST. It is
planned that U S WEST will provide availability to the nonstandard items to CGI
for the duration of the project should any be required.
U S WEST may, at its discretion, close the project or the involvement of CGI
resources by providing a written notice to the CGI Program Manager. If such an
eventuality occurs, the respective resources will be given a ramp down period
of [ ] weeks to find other work. Upon completion of the [ ] week ramp down
period, U S WEST will be obligated to CGI for the time and materials expended
up to and including the [ ] week ramp down.
Estimated costs for the project are provided below. Note that the Alliance,
Volume, and Facilities discounts are subtracted from the standard time and
material costs. The Alliance Discount has been extended through the temporary
extension of the GLA in anticipation of this Agreement being signed by U S WEST
in 1996. The applicable Volume discount has also been provided.
Total Time and Materials Costs $[ ]
Less [ ]%Alliance Discount [ ]
Less [ ]% Volume Discount [ ]
Less [ ]% Computer Facilities Discount [ ]
----------------------------------------------------------
Total Contract Engineering $[ ]
CALL HANDLING 35-001-97 14 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
Additionally, we are providing the estimated hours for the labor categories
associated with the [ ]-person CGI team as shown below:
- ---------------------------------------------------------------------------------------------------------------
# OF PEOPLE LABOR CATEGORY ESTIMATED 1997 TOTAL HOURS
- ---------------------------------------------------------------------------------------------------------------
[ ] Manager [ ]
- ---------------------------------------------------------------------------------------------------------------
[ ] Sr. Engineer III [ ]
- ---------------------------------------------------------------------------------------------------------------
[ ] Sr. Engineer II [ ]
- ---------------------------------------------------------------------------------------------------------------
[ ] Sr. Engineer I [ ]
- ---------------------------------------------------------------------------------------------------------------
[ ] Engineer [ ]
- ---------------------------------------------------------------------------------------------------------------
TOTAL 97 HOURS ESTIMATE: [ ]
CALL HANDLING 35-001-97 15 DECEMBER 31, 1996
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TASK ORDER # 3
EXHIBIT 3
SCHEDULE AND STATEMENT OF WORK
The following table summarizes the CGI Tasks, Schedule and Deliverables that
are covered under this Agreement.
- -------------------------------------------------------------------------------------------------------------------------
CGI TASKS: START Finish CGI DELIVERABLES
- -------------------------------------------------------------------------------------------------------------------------
LOAD BALANCE I ESTIMATE:$[ ]
- -------------------------------------------------------------------------------------------------------------------------
Construction 1996 2/97 Software Development
- -------------------------------------------------------------------------------------------------------------------------
Integration Testing 1996 2/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
System Testing 1996 3/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
User Acceptance Testing & 1996 4/97 Support includes Production
deployment Support Builds, Install Software,
Training, Load Balance
Rollout and support for
Load Balance Deployment.
- -------------------------------------------------------------------------------------------------------------------------
Production Maintenance & On-going 1996 12/31/97 Maintenance & Support
Support includes:
Bug Tracking and
Resolution,
Emergency Builds,
Installation Support
- -------------------------------------------------------------------------------------------------------------------------
LOAD BALANCE II (DMS) ESTIMATE: $[ ]
- -------------------------------------------------------------------------------------------------------------------------
Design Prototype 12/96 2/97 Design
- -------------------------------------------------------------------------------------------------------------------------
Construction 2/97 3/97 Software Development
- -------------------------------------------------------------------------------------------------------------------------
Integration Testing 3/97 3/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
System Testing 3/97 4/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
User Acceptance Testing & 4/97 4/97 Support includes Production
- -------------------------------------------------------------------------------------------------------------------------
Deployment Support Builds, Install Software,
Training, Load Balance
Rollout and support for
Load Balance Deployment.
- -------------------------------------------------------------------------------------------------------------------------
CALL HANDLING 35-001-97 16 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
- -------------------------------------------------------------------------------------------------------------------------
Production Maintenance & On-going 4/97 12/31/97 Maintenance & Support
Support includes:
Bug Tracking and
Resolution,
Emergency Builds,
Installation Support
- -------------------------------------------------------------------------------------------------------------------------
CALL HANDLING 35-001-97 17 DECEMBER 31, 1996
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US WEST AGREEMENT # 9600050389
TASK ORDER # 3
- -------------------------------------------------------------------------------------------------------------------------
CGI TASKS: START FINISH CGI DELIVERABLES
- -------------------------------------------------------------------------------------------------------------------------
ACTIVITY-BASED ROUTING ESTIMATE:$[ ]
- -------------------------------------------------------------------------------------------------------------------------
Functional Specification 12/96 2/97 Functional Spec.
- -------------------------------------------------------------------------------------------------------------------------
[Detailed Schedule will be [This covers Account Activity
prepared after functional spec is & Information Request only.]
delivered.]
- -------------------------------------------------------------------------------------------------------------------------
SCREEN POP - 5ESS ESTIMATE: $[ ]
- -------------------------------------------------------------------------------------------------------------------------
Design 1/97 1/97 Design
- -------------------------------------------------------------------------------------------------------------------------
Construction 1/97 2/97 Software Development
- -------------------------------------------------------------------------------------------------------------------------
Integration Test 2/97 4/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
System Test 3/97 5/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
User Acceptance, Product Integration, 4/97 12/31/97 Support includes Production Builds,
ORL, & Deployment Support Install Software, Training,
5ESS Screen Pop and support
for Deployment.
- -------------------------------------------------------------------------------------------------------------------------
SCREEN POP - DMS ESTIMATE: $[ ]
- -------------------------------------------------------------------------------------------------------------------------
Functional Specification 1/97 2/97 Functional Spec.
- -------------------------------------------------------------------------------------------------------------------------
Design 3/97 5/97 Design
- -------------------------------------------------------------------------------------------------------------------------
Construction 5/97 7/97 Software Development
- -------------------------------------------------------------------------------------------------------------------------
Integration Test 7/97 8/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
System Test 8/97 9/97 Testing Support
- -------------------------------------------------------------------------------------------------------------------------
User Acceptance, Product Integration, 9/97 12/31/97 Support includes Production Builds,
ORL, & Deployment Support Install Software, Training,
DMS Screen Pop and support
for Deployment.
- -------------------------------------------------------------------------------------------------------------------------
CALL HANDLING 35-001-97 18 DECEMBER 31, 1996
20
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
ASSUMPTIONS/DEPENDENCIES
------------------------
The following assumptions/dependencies were developed by CGI in creating the
above Work Plans/Schedules. Changes in the assumptions/dependencies may affect
the associated schedule, costs and deliverables listed in this Agreement. As
part of the normal project status reporting process, CGI will identify issues
and jeopardies caused by any assumption/dependency violations. As appropriate,
jeopardies will indicate that, unless the situation is resolved, a Change Order
to this agreement will have to be issued to resolve unforeseen schedule/cost
impacts.
1. The Development Environment: Sequent & HP machines, user ids, directory
structure, SCM tools, database structures and DDL, some data population,
desks, terminals, etc., must remain stable and available through out the
development process.
2. Other modules/components not being developed/purchased by CGI must be
in place and configured for the start date for the Integration Testing.
These include, but are not limited to: U S WEST VRU Scripting, the
Physical Integration U S WEST Test Database with the Routing tables
populated integration with all SYAD tool sets, data feeds and new voice
scripts. It is assumed that Integration Testing will be done using the
Development Environment.
3. The system can not be released to System Test until it passes the
Integration Test (with zero critical problems) and it can not be released
to Production without first passing System Test and the User Acceptance
Testing.
4. U S WEST is responsible for establishing the User Acceptance Test (UAT)
environment. The development of the User Acceptance Test Plan and Criteria
are the responsibility of U S WEST and the Clients.
5. The System Test Environment must be established and made available by
U S WEST in accordance with the project plan. Establishment of the
Environment is the responsibility of the U S WEST System Test Group.
6. Test Plans, Environments, Scenarios and Test Data must be identified by
U S WEST and in place by the start of the Integration, System Test, and
User Acceptance Phases. The Test Data and Scenarios are the responsibility
of the U S WEST Clients but will be shared by CGI. The System Test Plan is
the responsibility of the U S WEST System Test Group.
CALL HANDLING 35-001-97 19 DECEMBER 31, 1996
21
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
7. The dates for the final production builds for all releases are dependent on
the dates that the U S WEST Project Manager sets for the start of each
phases deployment, which may be sometime after the software has been
accepted. CGI assumes that this date will be within two weeks after the
software is accepted.
8. Additional, specific CGI assumptions include:
(a) The detailed design and prototyping tasks need to be completed
before the programming and unit testing tasks can begin.
(b) Formal technology transfer from CGI to U S WEST will be done in parallel
to system and user acceptance testing and production support for the
Releases.
9. The Customer Access Experience Scripts, if applicable, and associating
routing data need to be specified for integration with the routing engine
modules.
10. The Account Activity Module is dependent upon extracts from
Legacy Systems. ([ ], [ ], [ ], [ ],
[ ], [ ], [ ]).
CALL HANDLING 35-001-97 20 DECEMBER 31, 1996
22
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
EXHIBIT 4
DELIVERABLES
The deliverables covered under this Agreement are classified as Licensee
Specific Technology. It is not intended that any new Generic Research
Technology will be created in the course of this project.
The following are the deliverables covered for all Call Handling Releases under
this Agreement:
SOFTWARE
* Routing Engine, SYAD Toolset & NT Client Software - System Test Build
* Routing Engine, SYAD Toolset & NT Client Software - User Acceptance Build
* Routing Engine, SYAD Toolset & NT Client Software - Production Build
* Routing Engine, SYAD Toolset & NT Client Software - Emergency Builds (if
required)
SERVICES AND SUPPORT
* Client Demonstration
* Unit Testing
* Integration Testing
* Integration Testing Support
* System Testing Support
* User Acceptance Testing Support
* Installation Support
* System Administration Training Support
* System Support (Problem Tracking & Resolution - Bug Fixes)
* Technology Transfer to U S WEST
* Operational Support
DOCUMENTATION
* Functional Specification
* Unit/Component Integration Test Plan for Routing Engine
* Input/Review to User Acceptance Test Plan
* Input/Review to System Test Plan
CGI will deliver one copy of each Deliverable to the appropriate U S WEST
Project Manager. If U S WEST does not provide CGI a written list of the items
that are not in compliance with the project specifications within ten (10)
business days after delivery, then the Deliverable shall be deemed accepted.
CALL HANDLING 35-001-97 21 DECEMBER 31, 1996
23
US WEST AGREEMENT # 9600050389
TASK ORDER # 3
In addition, CGI will provide U S WEST with status reports as well as the hours
expended by month and to date on the project. Regularly scheduled meetings
between CGI and U S WEST will be held to review the project status and discuss
any proposed changes, including functionality/scope changes that would
necessitate a change order being written against this Agreement.
CALL HANDLING 35-001-97 22 DECEMBER 31, 1996
24
EXHIBIT 5
SAMPLE PROJECT PLAN FOR SCREEN POP
The sample schedule attached to this Agreement as Exhibit 5 is meant to
illustrate the level of detail associated with the major modules of U S WEST's
Call Handling architecture that CGI is responsible for managing. Similar
schedules and the associated level of detail will be used by CGI for each
module of the Call Handling architecture U S WEST engages CGI to manage.
The Exhibit 5 sample schedule is attached for illustration purposes only.
CALL HANDLING 35-001-97 23 DECEMBER 31, 1996
25
- ---------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- ---------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ---------------------------------------------------------------------------------------------------------------------------------
1 Screen Pop 328d September 1, 1996 December 19, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
2 Start 0d September 25, 1996 September 25, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
3 Q13 Project Initiation 75d September 26, 1996 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
4 Secure 1997 Funding Transfers 0d January 1, 1997 January 1, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
5 Secure 1996 Funding Transfers 0d September 26, 1996 September 26, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
6 Procure Development Personnel 20d September 26, 1996 October 23, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
7 Craig Pirner Start 0d October 8, 1996 October 8, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
8 Glenn Hoy Start 0d October 18, 1996 October 18, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
9 Dirk Mewes Start 0d November 25, 1996 November 25, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
10 Dave Wood Start 0d October 28, 1996 October 28, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
11 Sai Kalaga Start1/2time 0d November 12, 1996 November 12, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
12 Tom Shuford 0d November 6, 1996 November 6, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
13 Mike Fagen 0d January 15, 1997 January 15, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
14 Procure Test Personnel 54d September 26, 1996 December 12, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
15 Acquire Facilities 75d September 26, 1996 January 16, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
16 Development Environment 75d September 26, 1996 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
17 Get 5E Test ACD 27d September 26, 1996 November 1, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
18 Get Curtis Park Link II Data Stream 37d September 26, 1996 November 15, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
19 Set up MLHG with Caller ID in Lab 27d September 26, 1996 November 1, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
20 Install 5E CPND options on Test ACD 1d November 20, 1996 November 20, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
21 Get DMS Test ACD Queue 30d December 2, 1996 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
22 Get DMS CompuCall in Denver 56.04d October 22, 1996 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
23 NT Workstations 36d September 26, 1996 November 14, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
24 NT Software 15d October 23, 1996 November 12, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
25 Q12 Business Needs Analysis 1d November 7, 1996 November 8, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
26 Business Needs Complete 0d November 7, 1996 November 7, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
27 Conduct High Level Review 1d November 8, 1996 November 8, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
1
26
- -----------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- -----------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- -----------------------------------------------------------------------------------------------------------------------------
28 Q11 Feasibility Analysis 79.04d September 26, 1996 January 23, 1997
- -----------------------------------------------------------------------------------------------------------------------------
29 5E Feasibility 47d September 26, 1996 December 3, 1996
- -----------------------------------------------------------------------------------------------------------------------------
30 Preform 5E Feasibility Analysis 25d September 26, 1996 October 30, 1996
- -----------------------------------------------------------------------------------------------------------------------------
31 Test 5E CPND 10d November 18, 1996 December 3, 1996
- -----------------------------------------------------------------------------------------------------------------------------
32 DMS Feasibility 79.04d September 26, 1996 January 23, 1997
- -----------------------------------------------------------------------------------------------------------------------------
33 Perform DMS Feasibility Analysis 70d September 26, 1996 January 9, 1997
- -----------------------------------------------------------------------------------------------------------------------------
34 Test DMS Originating Call Number 5d January 16, 1997 January 23, 1997
- -----------------------------------------------------------------------------------------------------------------------------
35 Develop Preliminary Project Plan 20d September 26, 1996 October 23, 1996
- -----------------------------------------------------------------------------------------------------------------------------
36 Cost Estimates 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
37 5E Options for CPND 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
38 Change MLHG for TN hunt 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
39 Link III Costs 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
40 CompuCall Costs 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
41 DMS new Generic 26.04d September 26, 1996 November 1, 1996
- -----------------------------------------------------------------------------------------------------------------------------
42 Develop User Requirements 73.08d September 26, 1996 January 15, 1997
- -----------------------------------------------------------------------------------------------------------------------------
43 Call Handling Requirements Analysis 1d September 26, 1996 September 26, 1996
- -----------------------------------------------------------------------------------------------------------------------------
44 Desktop Requirements Analysis 72.08d September 27, 1996 January 15, 1997
- -----------------------------------------------------------------------------------------------------------------------------
45 Q10 Functional Requirements 266d September 26, 1996 October 15, 1997
- -----------------------------------------------------------------------------------------------------------------------------
46 5E Project Management 185d September 26, 1996 July 1, 1997
- -----------------------------------------------------------------------------------------------------------------------------
47 DMS Project Management 75d July 2, 1997 October 15, 1997
- -----------------------------------------------------------------------------------------------------------------------------
48 Develop Plans 37d January 9, 1997 February 28, 1997
- -----------------------------------------------------------------------------------------------------------------------------
49 Develop User Acceptance Test Plan 10d February 17, 1997 February 28, 1997
- -----------------------------------------------------------------------------------------------------------------------------
50 Develop Release Plan 6d January 29, 1997 February 6, 1997
- -----------------------------------------------------------------------------------------------------------------------------
51 Develop Documentation & Training Plan 4d January 15, 1997 January 21, 1997
- -----------------------------------------------------------------------------------------------------------------------------
52 Develop Deployment Plan 10d January 9, 1997 January 29, 1997
- -----------------------------------------------------------------------------------------------------------------------------
53 Functional Specification 27d September 27, 1996 November 4, 1996
- -----------------------------------------------------------------------------------------------------------------------------
54 Func. Spec. Screen Pop Manager 20d October 8, 1996 November 4, 1996
- -----------------------------------------------------------------------------------------------------------------------------
2
27
- ---------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- ---------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ---------------------------------------------------------------------------------------------------------------------------------
55 Func. Spec. Overall 27d September 27, 1996 November 4, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
56 Func. Spec. for GUI 6d October 18, 1996 October 25, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
57 Func. Spec. for Call Info Server 5d October 28, 1996 November 1, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
58 Func. Spec. for 5E Listener 5d October 28, 1996 November 1, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
59 Architecture Specification 12d October 18, 1996 November 4, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
60 Client Sign Off-Function Spec 0d November 11, 1996 November 11, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
61 DMS Update Functional Spec 10d January 23, 1997 February 6, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
62 Client Sign Off - DMS Functional Spec 0d February 6, 1997 February 6, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
63 Q9 Design 156d October 11, 1996 May 27, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
64 Network Investigation 30d December 3, 1996 January 17, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
65 Architecture Review 20d December 16, 1996 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
66 Kickoff Meeting 1d December 16, 1996 December 16, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
67 Prepare for review 18d December 17, 1996 January 15, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
68 Architecture Review 1d January 16, 1997 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
69 Database Design 77d October 11, 1996 February 4, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
70 Update Logical Data Model 10d October 11, 1996 October 24, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
71 Create DDL 15d November 5, 1996 November 25, 1996
- ---------------------------------------------------------------------------------------------------------------------------------
72 Initial DDL Review 0d January 3, 1997 January 3, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
73 Update DDL for Design 15d January 14, 1997 February 3, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
74 DDL review after Design 1d February 4, 1997 February 4, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
75 5E Integration Plan 3d January 14, 1997 January 16, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
76 5E System Test Plan 25d January 14, 1997 February 17, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
77 CCM Modifications 34d November 12, 1996 January 6, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
78 CCM Design 30d November 12, 1996 January 3, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
79 CCM Design Review 1d January 6, 1997 January 6, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
80 5E ACD Listener Medication 25d December 4, 1996 January 13, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
81 5E ACD Listener Design 20d December 4, 1996 January 10, 1997
- ---------------------------------------------------------------------------------------------------------------------------------
3
28
- -------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- -------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- -------------------------------------------------------------------------------------------------------------------------------
82 5E ACD Listener Design Review 1d January 13, 1997 January 13, 1997
- -------------------------------------------------------------------------------------------------------------------------------
83 DMS ACD Listener Modification 61d February 28, 1997 May 27, 1997
- -------------------------------------------------------------------------------------------------------------------------------
84 Load Balance DMS ACD Listener Built 0d February 28, 1997 February 28, 1997
- -------------------------------------------------------------------------------------------------------------------------------
85 DMS ACD Listener Design 60d March 3, 1997 May 23, 1997
- -------------------------------------------------------------------------------------------------------------------------------
86 DMS ACD Listener Design Review 1d May 27, 1997 May 27, 1997
- -------------------------------------------------------------------------------------------------------------------------------
87 Screen Pop Manager 38d November 12, 1996 January 10, 1997
- -------------------------------------------------------------------------------------------------------------------------------
88 Screen PoP Manager Design 25d November 12, 1996 January 2, 1997
- -------------------------------------------------------------------------------------------------------------------------------
89 Screen Pop Manager Design Review 1d January 3, 1997 January 3, 1997
- -------------------------------------------------------------------------------------------------------------------------------
90 Issue SPM Interface Spec 0d January 10, 1997 January 10, 1997
- -------------------------------------------------------------------------------------------------------------------------------
91 Call Information Server 31d November 12, 1996 December 30, 1996
- -------------------------------------------------------------------------------------------------------------------------------
92 Call Info Server Design 25d November 12, 1996 December 18, 1996
- -------------------------------------------------------------------------------------------------------------------------------
93 Call Info Server Design Review 1d December 19, 1996 December 19, 1996
- -------------------------------------------------------------------------------------------------------------------------------
94 Issue Call Info Interface Specification 0d December 30, 1996 December 30, 1996
- -------------------------------------------------------------------------------------------------------------------------------
95 Call Information Display Design 16d November 26, 1996 December 19, 1996
- -------------------------------------------------------------------------------------------------------------------------------
96 Call Info Display Design 15d November 26, 1996 December 18, 1996
- -------------------------------------------------------------------------------------------------------------------------------
97 Call Info Display Design Review 1d December 19, 1996 December 19, 1996
- -------------------------------------------------------------------------------------------------------------------------------
98 Admin GUI Design 38d November 12, 1996 January 10, 1997
- -------------------------------------------------------------------------------------------------------------------------------
99 Workstation GUI Design 15d November 12, 1996 December 9, 1996
- -------------------------------------------------------------------------------------------------------------------------------
100 VRU TN GUI Design 5d December 10, 1996 December 16, 1996
- -------------------------------------------------------------------------------------------------------------------------------
101 Call Data GUI Design 10b December 17, 1996 January 9, 1997
- -------------------------------------------------------------------------------------------------------------------------------
102 Admin GUI Design Review 1d January 10, 1997 January 10, 1997
- -------------------------------------------------------------------------------------------------------------------------------
103 Q8 Construction and Unti Test 202d December 20, 1996 October 8, 1997
- -------------------------------------------------------------------------------------------------------------------------------
104 CCM Construction 35d January 7, 1997 February 24, 1997
- -------------------------------------------------------------------------------------------------------------------------------
105 CCM Code & Unit Test 34d January 7, 1997 February 21, 1997
- -------------------------------------------------------------------------------------------------------------------------------
106 Code Walkthrough 1d February 24, 1997 February 24, 1997
- -------------------------------------------------------------------------------------------------------------------------------
107 5E ACD Listener Construction 24d January 14, 1997 February 14, 1997
- -------------------------------------------------------------------------------------------------------------------------------
108 5E ACD Listener Code & Unit Testing 20d January 14, 1997 February 10, 1997
- -------------------------------------------------------------------------------------------------------------------------------
4
29
- ----------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- ----------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ----------------------------------------------------------------------------------------------------------------------------------
109 5E ACD Listener Code Walkthrough 1d February 14, 1997 February 14, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
110 DMS ACD Listener Construction 41d May 28, 1997 July 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
111 DMS ACD Listener Code & Unit Testing 40d May 28, 1997 July 23, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
112 DMS ACD Listener Code Walkthrough 1d July 24, 1997 July 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
113 Screen Pop Manager Construction 36d January 6, 1997 February 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
114 Screen Pop Manager Code & Unit Test 30d January 6, 1997 February 14, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
115 Screen Pop Manager Code Walkthrough 1d February 24, 1997 February 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
116 Call Information Server Construction 25d December 20, 1996 January 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
117 Call Info Server Code & Unit Test 20d December 20, 1996 January 28, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
118 Call Info Server Code Walkthrough 1d January 29, 1997 January 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
119 Call Information Display Construction 21d January 7, 1997 February 4, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
120 Call Info Display Code & Unit Test 20d January 7, 1997 February 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
121 Call Info Display Code Walk Through 1d February 4, 1997 February 4, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
122 Admin GUI Construction 21d January 13, 1997 February 10, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
123 VRU TN GUI Code and Unit Test 5d January 13, 1997 January 17, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
124 Workstation GUI Code and Unit Test 5d January 20, 1997 January 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
125 Call Data GUI Code and Unit Test 10d January 27, 1997 February 7, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
126 Admin GUI Code Walkthrough 1d February 10, 1997 February 10, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
127 VRU Changes 21d January 6, 1997 February 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
128 Issue Purchase Order to Gold 5d January 6, 1997 January 10, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
129 Gold Systems Change 10d January 13,1997 January 24, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
130 Test Gold System Changes 1d January 27, 1997 January 27, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
131 Update VRU Scripts 5d January 28, 1997 February 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
132 Update Documentation 50d February 11, 1997 April 21, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
133 User Guide 20d February 11, 1997 March 10, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
134 Installation Guide 15d March 11, 1997 March 31, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
135 Management Strategy 15d April 1, 1997 April 21, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
5
30
- -----------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- -----------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- -----------------------------------------------------------------------------------------------------------------------------------
136 Training Plan 10d April 8, 1997 April 21, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
137 Update Database 16d February 12, 1997 March 5, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
138 Update Database DDL 15d February 12, 1997 March 4, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
139 Review DDL after Code 1d March 5, 1997 March 5, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
140 Update 5E Alarm Attribute File 5d June 4, 1997 June 10, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
141 Update DMS Alarm Attribute File 3d October 6, 1997 October 8, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
142 DMS Installation Scripts 1d August 15, 1997 August 15, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
143 5E Installation Scripts 10d April 8, 1997 April 21, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
144 Q7 Integration 176d December 4, 1996 August 14, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
145 Make 5E Voice Network Changes 50d December 4,1996 February 17, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
146 VRU MLHG Changes 50d December 4, 1996 February 17, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
147 5E Enable CPND 50d December 4, 1996 February 17, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
148 Get Test Link II and MIS datafeeds 50d December 4, 1996 February 17, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
149 5E Integration Test 44d February 5, 1997 April 7, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
150 NT Integration Test 20d February 5, 1997 March 4, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
151 FES&R Integration Test 30d February 25, 1997 April 7, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
152 Make DMS Voice Network Changes 50d January 23, 1997 April 3, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
153 VRU MLHG Changes 50d January 23, 1997 April 3, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
154 Get CompuCall datafeeds 50d January 23, 1997 April 3, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
155 DMS Integration Test 15d July 25, 1997 August 14, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
156 Q6 & Q5 System Test 135d March 5, 1997 September 12, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
157 5E System Testing 54d March 5, 1997 May 19, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
158 NT System Test 20d March 5, 1997 April 1, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
159 FES&R System Test 30d April 8, 1997 May 19, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
160 DMS System Test 20d August 15, 1997 September 12, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
161 Q4 Interoperability Testing 128d April 2, 1997 October 1, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
162 5E Interoperability Test 52d April 2, 1997 June 13, 1997
- -----------------------------------------------------------------------------------------------------------------------------------
6
31
- ------------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- ------------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ------------------------------------------------------------------------------------------------------------------------------------
163 NT Product Integration Testing 52d April 2, 1997 June 13, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
164 Product Delivery To NT Integration 1d April 2, 1997 April 2, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
165 NT PRODUCT INTEGRATION PHASE 0d April 2, 1997 April 2, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
166 Develop NT Integration Proj. Plan 2d April 3, 1997 April 4, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
167 Product Evaluation or Verification 15d April 3, 1997 April 23, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
168 Architectural Design 10d April 3, 1997 April 16, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
169 NT Integration Test of Product 10d April 17, 1997 April 30, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
170 NT INTEGRATION TEST PHASE 0d April 16, 1997 April 16, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
171 PRODUCT RELEASE PHASE 0d April 30, 1997 April 30, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
172 ORL Interoperability Test 10d May 1, 1997 May 14, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
173 Sched. Product into NT Quarterly Release 1d May 1, 1997 May 1, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
174 Product BETA Trial 10d May 15, 1997 May 29, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
175 Accept Product into Quarterly Release 1d May 29, 1997 May 29, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
176 Quarterly Release Freeze 1d May 29, 1997 May 29, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
177 Build Distrib. Pkg. & Gold Disk 5d May 30, 1997 June 5, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
178 NT Test of Quarterly Rel. Pkg. & Gold Disk 5d June 6, 1997 June 12, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
179 Deliver Quarterly Release Pkg. to Rel. Mgt. 1d June 6, 1997 June 6, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
180 ORL Test of Pkg. 5d June 6, 1997 June 12, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
181 QUARTERLY RELEASE (Per Rel. Mgt. 1d June 13, 1997 June 13, 1997
Sched.)
- ------------------------------------------------------------------------------------------------------------------------------------
182 Infrastructure Test of Pkg. 2d June 9, 1997 June 10, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
183 5E User Training 3d May 20, 1997 May 22, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
184 5E User Acceptance Testing 10d May 23, 1997 June 6, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
185 5E Go/No Go Decision to Deploy 0d June 13, 1997 June 13, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
186 DMS Interoperability Test 13d September 12, 1997 October 1, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
187 NT Product Integration Testing 0d September 12, 1997 September 12, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
188 DMS User Training 3d September 15, 1997 September 17, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
189 DMS User Acceptance Testing 10d September 18, 1997 October 1, 1997
- ------------------------------------------------------------------------------------------------------------------------------------
7
32
- ----------------------------------------------------------------------------------------------------------------------------------
and DMS Screen PoP Schedule
- ----------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ----------------------------------------------------------------------------------------------------------------------------------
190 DMS Go/No Go Decision to Deploy 0d October 1, 1997 October 1, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
191 Q3 Site Readiness Test 87d May 20, 1997 September 22, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
192 5E Coordinate Site Specific Design 6d May 20, 1997 May 28, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
193 DMS Coordinate Site Specific Design 6d September 15, 1997 September 22, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
194 Q2 Final Client Site Test 90.5d May 29, 1997 October 6, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
195 5E Final Client Site Test 9.5d May 29, 1997 June 11, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
196 Release to Operations Organization 4d May 29, 1997 June 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
197 Train Support Personnel 2d June 9, 1997 June 10, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
198 Review Activities 0.5d June 11, 1997 June 11, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
199 DMS Final Client Site Test 9.5d September 23, 1997 October 6, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
200 Release to Operations Organization 4d September 23, 1997 September 26, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
201 Train Support Personnel 2d October 2, 1997 October 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
202 Review Activities 0.5d October 6, 1997 October 6, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
203 Q1 Deployment 328d September 1, 1996 December 19, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
204 Sequent CPU upgrade 50d January 2, 1997 March 12, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
205 Order CPU boards 20d January 2, 1997 January 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
206 Sequent Delivery 20d January 30, 1997 February 26, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
207 Plan Installation 10d January 30, 1997 February 12, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
208 Install CP4 board 5d March 6, 1997 March 12, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
209 NT Workstation Deployment 328d September 1, 1996 December 19, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
210 Denver 0d September 1, 1996 September 1, 1996
- ----------------------------------------------------------------------------------------------------------------------------------
211 Omaha 0d April 18, 1997 April 18, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
212 St. Paul 0d April 25, 1997 April 25, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
213 Phoenix 0d May 2, 1997 May 2, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
214 CMC 44d August 1, 1997 October 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
215 Grand Junction 0d August 1, 1997 August 1, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
216 Bismark 0d August 29, 1997 August 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
8
33
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and DMS Screen PoP Schedule
- ----------------------------------------------------------------------------------------------------------------------------------
ID TASK NAME DURATION START FINISH
- ----------------------------------------------------------------------------------------------------------------------------------
217 Helena 0d October 3, 1997 October 3, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
218 Sale Lake 0d August 29, 1997 August 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
219 Seattle 0d August 29, 1997 August 29, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
220 Boise 0d December 12, 1997 December 12, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
221 Des Moines 0d December 19, 1997 December 19, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
222 Propogate to VRU Machines 1d June 16, 1997 June 16, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
223 5E Deployment 11d June 16, 1997 June 30, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
224 Deploy FES&R 1d June 16, 1997 June 16, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
225 ACD Updates 1d June 16, 1997 June 16, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
226 Eliminate 5E Prompt and Collect 1d June 16, 1997 June 16, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
227 Monitor Production 10d June 16, 1997 June 27, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
228 Perofrm Post Project Review 1d June 30, 1997 June 30, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
229 DMS Deployment 11d October 6, 1997 October 21, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
230 Deploy FES&R 1d October 6, 1997 October 7, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
231 Monitor Production 10d October 6, 1997 October 20, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
232 Perofrm Post Project Review 1d October 20, 1997 October 21, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
233 Project Complete 0d December 19, 1997 December 19, 1997
- ----------------------------------------------------------------------------------------------------------------------------------
9